The service delivery automation market is estimated to grow from USD 1.82 billion in 2016 to USD 6.31 billion by 2021, at a CAGR of 28.2%. The major forces driving the service delivery automation market are the need to go agile for faster time-to-service and to replace or compliment manpower with automation to deliver quality services.
The emergence of ERP and the increasing popularity of shared device concepts fueled the growth of centralized management solutions for various business functions, such as HR, finance & accounting, and procurement, among others. Since the turn of the century, the increasing demand for modern business process management (BPM) solutions was driven by the offshore labor arbitrage. Modern BPM solutions were integrated with management solutions, such as ERP, service-oriented architecture (SOA), and model-driven development (MDD) solutions to support enterprise mobility. A new wave of cost savings by organizations has resulted in an increased deployment of service delivery automation solutions.
The overall demand for IT process automation will be driven by the saturation level achieved by the process outsourcing industry. The outsourcing industry is now focusing on reducing cost on human capital, faster & better quality of services, and higher operational efficiency. Most of the IT organizations will be focusing on reducing transfer of processes to offshore centers; they will either improve their onshore processes or optimize existing offshore processes with the help of IT process automation.
Business process automation (BPA) helps organizations in reducing costs incurred on any tedious or complicated processes, by completing them automatically. It also helps in achieving higher operational efficiency and productivity. The BPA segment of the global service delivery automation market is expected to grow at the highest rate during the forecast period, owing to the benefits it offers to the adopter. Most organizations have already adopted BPA for better customer engagement and internal communication.
The healthcare & pharmaceutical industry is a highly information-dependent sector as it includes medical records of patients, information regarding customer care, credentials of patients, information regarding processing of claims, and revenue cycle management. The service delivery automation solutions not only help in reduction of operational costs, but also ensure increased accuracy of processes. Service delivery automation solutions help in efficient data management, reduction of medical transportation, and decreasing the number of appointment scheduling errors. These solutions also reduce manual setup time of credentialing files.
The service delivery automation market in the Asia-Pacific region is expected to grow at the highest rate from 2016 to 2021 This growth is mainly attributed to the presence of outsourcing industries in countries such as India and China, which, in turn, will propel the adoption of service delivery automation solutions across the region’s varied industry verticals.
